Job Responsibility

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements 

• Regularly impart effective coaching to team members, enabling consistent high-performance delivery

 • Identify performance related issues, develop an action plan for improvement and implement corrective action plans 

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations • Communicate expectations to employees and provide timely updates 

• Provide subject matter expertise in handling escalated customer calls as needed 

• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities 

• Stay current on internal work processes, policies and procedures. Attend required manager development training 

• Promote CNX values- walk the talk and lead by example Key skills and knowledge: 

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements 

• Regularly impart effective coaching to team members, enabling consistent high-performance delivery 

• Identify performance related issues, develop an action plan for improvement and implement corrective action plans 

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations 

• Communicate expectations to employees and provide timely updates 

• Provide subject matter expertise in handling escalated customer calls as needed 

• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. 

Schedule and organize team activities

 • Stay current on internal work processes, policies and procedures. 

Attend required manager development training 

Education:- Bachelor’s Degree in related field with more than seven years of experience